Customer Retention Representative

Cox Communications is looking for quick-thinking, customer-focused representatives to take calls from existing customers who want to disconnect or downgrade their services. The Customer Retention Representative works in a call center environment with the goal of troubleshooting, resolving problems, and persuading customers not to leave Cox or downgrade their services.

Reporting to the Call Center Supervisor, the Customer Retention Representative is part of a supportive, service-oriented team that takes incoming calls from residential customers regarding their video, telephone, high-speed Internet service or wireless service. Representative serves as a problem solver and trusted provider to Cox customers by ensuring a reliable and quality customer experience. The Customer Retention Representative also helps to grow the company through capturing opportunities to offer additional or upgraded services to customers as available.

Primary Responsibilities
-Increase revenues through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers
-Turn controllable requests for disconnection or downgrade into sales and save opportunities and increase revenues by identifying customer's service needs, using technical expertise to resolve customer concerns, and using proactive sales techniques
- Sell on Cox's value proposition but, as a secondary option, creatively negotiate pricing and bundling by making win-back offers of credits, free repairs, and/or discounts according to Company guidelines
- Sell against the competition through regularly researching and reviewing competitive pricing and service offerings in order to provide competitive price and product comparisons to customers
- Complete installation, disconnect, transfer and seasonal downgrade orders and update customer accounts in customer record database
- Educate customers in the use of installed products, service offerings, billing, charges, and product features
- Resolve customer complaints and defuse situations calmly and courteously
- Build customer loyalty by placing follow-up calls to customers if there is a problem or change in installation of services
- Troubleshoot and resolve service, pricing and technical problems for customers by asking questions
-Collaborate with supervisor, departmental specialists or field operations for expedited resolution of issues when appropriate

Minimum Requirements
-High School Diploma, GED or equivalent work experience
-Legal age to work in this state
-6 months experience working in a position that requires meeting sales goals
-6 months experience using a computer

Cox Communications values employees as our most important resource. We invest in the success of employees and their families by offering a variety of benefits programs. A few selected benefits include: